Two Research Insights Too Big To Miss!

2012 Primary Mortgage Servicer Satisfaction Study

Increasing governmental oversight, the credit crisis, the overall state of the economy, and negative media coverage have created a challenging environment for the mortgage servicing industry. To help mitigate these negative effects, mortgage servicers need to understand and apply key best practices that result in the highest levels of customer satisfaction.

Join us for the 2012 Primary Mortgage Servicer Satisfaction Study webcast during which we will explore the following:

  • How customer’s perceptions of mortgage servicers have changed since 2011
  • How the latest regulations and trends are impacting the mortgage servicing industry
  • Which factors are having the biggest impact on satisfaction of mortgage servicers’ customers

Complementary Webcast Details:

Date:  Thursday, July 26 – 2:00 PM EST


2012 Credit Card Satisfaction Study Findings

In addition to preliminary findings from the study, we will also present information from the following new sections:

  • Satisfaction with new card application and activation
  • Mobile and social media interactions
  • Expanded diagnostics around online interactions

NEW! Credit Card Website Evaluation Study

Given that online interactions are the single most important factor affecting overall customer satisfaction, we will discuss the following:

  • The interactive surveying approach
  • The comprehensive task set covering the full range of credit card online transactions

NEW! Small Business Credit Card Satisfaction Study

There is evidence that satisfaction rankings of small business card issuers will fall out differently than the traditional consumer rankings. During this webcast, we will:

  • Share results from the 2011 Small Business Banking Satisfaction Study
  • Present a proposal for a new study, the Small Business Credit Card Satisfaction Study, which will help credit card issuers understand the drivers of small business customer satisfaction and in turn improve ROI for this key customer segment.

Complementary Webcast Details

Date:  Tuesday, July 31 – 2:00 PM EST


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